Smart Move Wilson Moving & Storage

TLDR: First move went great, second move was a trainwreck, and I believe one of their employees stole my credit card information (probably due to someone in the office writing it down and leaving it out). I hired this company for two moves. The first went well. They arrived on time, did a great job moving with minimal help. I paid for 2 hours, 2 movers and a truck and they did a great job. The second move with them went terribly.

If I could give zero stars, I would. Smart Move completely mishandled my move from start to finish. They showed up with the wrong size truck, which meant I was forced to move two car loads and two additional truckloads myself because their truck couldn’t fit everything. That alone is unacceptable and completely unprofessional. To make matters worse, they showed up with TWO moving blankets. For an entire third-floor apartment move. It was shocking. How do you send a moving crew out that unprepared?

I needed help and got completely screwed over. Let's start with the fact they're supposed to call when they're 30 minutes out. I got a call saying they were there when I was 15 minutes away. I was told it wad a "technical error" which I was charged for the 15 minutes they waited. When I arrived I noticed one of the men wearing sandals with no backs. Not appropriate at all. They were hired to move my appliances. They had zero tools.

Quoted $500 → attempted to charge $1,200 and left my belongings in the garage. This was the worst move ever, and I’ve move many times to know quality service. I had an extremely frustrating experience with Smart Move Wilson that potential customers should be aware of before booking. I was originally quoted $500 for a 3-hour move from my 2-bedroom, 1.5-bath apartment into a 3-bedroom home.

To no fault of the actual (2) men they sent out to move us, using Smart Move was the worse choice in moving companies we’ve ever made. Our move from a 3-bedroom, 2 bath, 1410 square foot apartment on the 3rd floor to our new town house was set to begin between 10:00 am and 11:00 am. At 11:15, the movers had yet to show or call. We called the main phone number. The woman on the phone reached out to the “Lead” for our job. We were then told that the movers would arrive at 3:00pm.

WORSE MOVING COMPANY EVER, if you’re military and you get assigned this moving company just start planning ahead because they are NOT gonna show up to do your move. I had the move scheduled since December, got the confirmation email for the 10th of Feb. and when the date came they DIDN’T show up, they didn’t even have the decency to call us to let us know they weren’t coming, all week they kept pushing us back first at 8 am then at 12 then at 5 then the next day, and WE had to call them!

Awful experience and even worse customer service. Save yourself the anguish. We are gracious people, but we're pushed to far. The movers who showed up were inexperienced college age workers. They weren't trained how to blanket and pack a truck correctly. We started with 4 and one disappeared. They dropped a bookshelf and other pieces of our furniture off of their raised truck lift. Dropped boxes with our china and other dishes and didn't tell anyone. Broke a brand new basketball goal.

One star... I will not use them again, Great movers that get the job done but I spoke to the "owner" of the company who quoted me for a 2 hour move. He told me that the movers will lay down blankets in both locations to protect the floors. This was not done. I called every week for 3 weeks to make sure that everything was in order and that the quoted price still stood. The day before the move the office staff called...nothing was said at all close to the other three conversations. I was stuck now.